Seasoned Remote Team Lead – Customer Support & Technical Escalations – Championing SaaS & Networking Excellence at brighthush

About brighthush

brighthush is a trailblazing, fully distributed company that is redefining how the Internet works. Since our founding in 2019, we have built a network layer that is both invisible and powerful, enabling teams—whether hobbyists or global enterprises—to connect devices, services, and people with a single click. Our mission is simple yet ambitious: create an Internet that feels familiar, reliable, and safe for everyone.

We partner with leading venture capital investors who share our vision for a safer, more intuitive digital world. Our culture is built on openness, collaboration, and continuous learning, and we empower every team member to make a meaningful impact on millions of users worldwide.

Why Join brighthush?

At brighthush, you’ll experience a workplace that values:

• Flexibility – Remote‑first by design, with the freedom to work from any location that has Wi‑Fi.
• Diversity & Inclusion – We actively seek diverse perspectives and foster an environment where every voice is heard.
• Growth & Development – Annual professional development budgets, mentorship programs, and clear internal promotion pathways.
• Impact – Your work will directly influence how millions of users secure and manage their digital lives.
• Compensation & Perks – Competitive base salary, equity, comprehensive benefits, and a generous paid‑time‑off policy.

Role Overview

We are looking for a Remote Team Lead – Customer Support who will serve as both a hands‑on engineer and a visionary coach. You will guide a team of 8‑10 support engineers toward operational excellence, ensuring every customer interaction reflects brighthush’s commitment to quality, speed, and delight. Your leadership will bridge frontline technical troubleshooting with strategic alignment, driving continuous improvement across the support organization.

Key Responsibilities

• Lead day‑to‑day support operations, ensuring all tickets are resolved within SLA/SLO parameters.
• Onboard, mentor, and coach direct reports, fostering a culture of continuous learning and high performance.
• Conduct regular 1:1s and performance reviews, aligning individual growth with team and company goals.
• Serve as the primary escalation point for complex technical issues and challenging customer situations.
• Collaborate with the VP of Customer Engineering to align team activities with the broader strategic roadmap.
• Partner with Support and CX Operations to refine workflows, improve tooling (e.g., Jira, Incident.io, Kapa.ai, PagerDuty), and streamline processes.
• Perform quality assurance reviews on tickets to maintain technical accuracy and brand voice.
• Analyze support metrics (CSAT, TTFR, TTR) and customer feedback to identify trends and recommend improvements.
• Champion a data‑driven approach to support, using insights to drive operational efficiencies.
• Represent the voice of the customer within cross‑functional teams, influencing product and engineering decisions.

Essential Qualifications

• Minimum of 4 years in a technical support role within a SaaS environment.
• At least 1 year of formal leadership, management, or mentoring experience.
• Strong technical foundation in networking fundamentals: TCP/IP, DNS, firewalls, routing.
• Proficiency with networking and security concepts; experience with Kubernetes is a plus.
• Hands‑on experience with identity management and SSO integrations (e.g., Okta, Azure AD, Google).
• Familiarity with supporting customers across multiple operating systems (Linux, macOS, Windows).
• Demonstrated ability to optimize support workflows and tooling.
• Data‑driven mindset with a track record of using metrics to improve service quality.
• Excellent communication skills—capable of translating complex technical concepts to both customers and internal stakeholders.
• Thrives in a fast‑paced environment while juggling multiple priorities.

Preferred Qualifications

• Experience managing remote teams across multiple time zones.
• Background in product support for security‑centric or networking products.
• Knowledge of incident management platforms and ticketing systems beyond the basics.
• Experience with customer success metrics and continuous improvement frameworks.
• Prior exposure to equity‑based compensation and startup culture.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Technical Acumen – Deep understanding of networking, security, and cloud infrastructure.
• Strategic Thinking – Aligning day‑to‑day operations with long‑term business objectives.
• Analytical Mindset – Turning data into actionable insights.
• Customer‑Centricity – Delivering exceptional service that exceeds expectations.
• Collaboration – Working effectively with engineering, product, and operations teams.
• Adaptability – Navigating change in a dynamic, distributed environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you’ll have the chance to:

• Progress into senior leadership roles such as Director of Customer Engineering or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product roadmaps and customer success strategies.
• Participate in leadership development programs and executive mentorship.
• Earn a $1,500 annual stipend for professional development courses, conferences, or certifications.
• Take advantage of our internal promotion pipeline, ensuring that your growth trajectory aligns with your aspirations.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means:

• Flexible work hours that respect personal commitments and time zones.
• Regular virtual team huddles, knowledge‑sharing sessions, and informal “coffee chats.”
• Annual company retreats and regional off‑sites that bring teams together for strategy, bonding, and fun.
• Access to a corporate co‑working program, allowing you to work from brighthush‑partnered spaces worldwide.
• Inclusive hiring practices, with a commitment to equal opportunity and accessibility.

Compensation & Benefits

While the exact offer will vary based on experience and skill set, the typical compensation package includes:

• Competitive base salary (US range: $160,000 – $160,000).
• Equity incentive plan, aligning your success with the company’s growth.
• Comprehensive health, vision, and dental benefits with no waiting period.
• Generous paid time off, including parental leave up to 26 weeks.
• Monthly home‑internet reimbursement and a $1,000 stipend to build your home office.
• Annual professional development budget ($1,500).
• Flexible work arrangements and a supportive, inclusive culture.

How to Apply

If you’re ready to lead a high‑performing support team, drive customer success, and shape the future of secure connectivity, we’d love to hear from you. Submit your application through the link below and join the brighthush family.

Apply to this role at brighthush

Commitment to Accessibility & Inclusion

brighthush is dedicated to providing an accessible hiring process. If you need accommodations at any stage of the recruitment process, please let us know. All official communications will come from verified brighthush email addresses.